Viviana De La Luz

**** ********* ****** ***. *, Los Angeles, 90033, CA (US)

ad4sik@r.postjobfree.com

323-***-****

Professional Summary

Customer service specialist and business development executive with 15 years’ experience leading teams in driving organizational growth and revenue. Skilled at developing and implementing comprehensive training programs for staff members to ensure the highest-levels of service are delivered consistently. Advanced technical skills including proficient use of SalesForce.com and HubSpot CRM software. Proactive, friendly customer service specialist dedicated to meeting and exceeding expectations at every interaction. Timely and professional with extraordinary communication skills and ability to build and cultivate relationships to drive business retention. Actively seeking a customer service director role where I can utilize my education and experience to add immediate value to an organization. Enthusiastic and ambitious customer service specialist with wide-spread transferable skills in management, sales, and operations. Exceptional ability to connect with people and understand their wants, needs, and desires and delivering legendary service on every interaction. Financial Analyst equipped with the tools and knowledge needed to advance into senior-level roles within innovative, growth-driven companies. Expert at developing and tracking budget expenses and strong ability to analyze and organize large data sets. Deep technical knowledge with proficient use of Excel programs.

Motivated and adaptable team player, leader, and Detail-oriented, energetic professional.

Employment History

Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.

Call Center Customer Service Representative, VXI Global Solutions. Los Angeles, Ca

Sep. 2020 - Jan. 2024

Windows

Front Desk

Office Expierience

Microsoft Office

Customer Service

ACH

Spanish

Data Entry

Cash Handling

Typing

Skills

• Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.

• Perform clerical duties such as typing, proofreading, and sorting mail.

• Suggest and check alternate spellings, locations, and/or listing formats to customers lacking details or complete information.

• Calculate and quote charges for services such as long-distance connections.

• Provide assistance for customers with special billing requests.

• Keep records of calls placed and received, and of related toll charges.

• Provide relay service for hearing-impaired users.

• Monitor automated systems for placing collect calls and intervene for a callers needing assistance.

• Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.

• Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.

• Complete forms in accordance with company procedures.

• Observe signal lights on switchboards, and dial or press buttons to make connections.

• Promote company products, services, and savings plans when appropriate.

• Update directory information.

• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

• Check to ensure that appropriate changes were made to resolve customers' problems.

• Solicit sales of new or additional services or products.

• Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.

• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. Customer Service /Cashier, Check into Cash. Culver City, CA Sep. 2019 - Apr. 2020

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

• Determine charges for services requested, collect deposits or payments, or arrange for billing.

• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

• Cash checks for customers.

• Check to ensure that appropriate changes were made to resolve customers' problems.

• Assist customers by providing information and resolving their complaints.

• Keep periodic balance sheets of amounts and numbers of transactions.

• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

• Compile and maintain non-monetary reports and records.

• Sell tickets and other items to customers.

• Sort, count, and wrap currency and coins.

• Weigh items sold by weight to determine prices..

• Bag, box, wrap, or gift-wrap merchandise, and prepare packages for shipment.

• Greet customers entering establishments.

• Post charges against guests' or patients' accounts.

• Solicit sales of new or additional services or products.

• Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.

• Assist with duties in other areas of the store, such

• Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately.

• Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners

• Issue receipts, refunds, credits, or change due to customers.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.

• Maintain inventory of job materials.

• Build product subassemblies or final assemblies.

• Start up and shut down processing equipment.

• Set up and verify the functionality of safety equipment. Assembler, Monogram Fasteners. Commerce, Ca

Nov. 2019 - Jan. 2020

• Set up and operate production equipment in accordance with current good manufacturing practices and standard operating procedures.

• Prepare and assemble materials.

• Select cleaning materials, tools, or equipment.

• Provide production, progress, or changeover reports to shift supervisors.

Exchange U.S. currency to foreign currency for our domestic and overseas customers

Cash Handler, Collabera/Bank of America . Los Angeles, Ca Apr. 2019 - Aug. 2019

• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

• Check to ensure that appropriate changes were made to resolve customers' problems.

• Solicit sales of new or additional services or products.

• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

• Order tests that could determine the causes of product malfunctions.

• Review insurance policy terms to determine whether a particular loss is covered by insurance.

• Determine charges for services requested, collect deposits or payments, or arrange for billing.

• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

Customer Service Associate, Gold Exchange. Huntington Park, CA Sep. 2017 - Sep. 2018

Customer Service Representative, Fast Auto And payday Loans Inc.. South Gate, CA

May. 2017 - Nov. 2017

• Explain services or policies to clients, such as debt management program rules, the advantages and disadvantages of using services, or creditor concession policies.

• Analyze potential loan markets and develop referral networks to locate prospects for loans.

• Compute payment schedules.

• Recommend strategies for clients to meet their financial goals, such as borrowing money through loans or loan programs, declaring bankruptcy, making budget adjustments, or enrolling in debt management plans.

• Investigate missing checks, payment histories, held funds, returned checks, or other related issues to resolve client or creditor problems.

• Review and update credit and loan files.

• Obtain and compile copies of loan applicants' credit histories, corporate financial statements, and other financial information.

• Approve loans within specified limits, and refer loan applications outside those limits to management for approval.

• Explain loan information to clients, such as available loan types, eligibility requirements, or loan restrictions.

• Analyze applicants' financial status, credit, and property evaluations to determine feasibility of granting loans.

• Handle customer complaints and take appropriate action to resolve them.

• Create debt management plans, spending plans, or budgets to assist clients to meet financial goals.

• Conduct research to help clients avoid repossessions or foreclosures or remove levies or wage garnishments.

• Estimate time for debt repayment given amount of debt, interest rates, and available funds.

• Prepare reports to send to customers whose accounts are delinquent, and forward irreconcilable accounts for collector action.

• Review loan agreements to ensure that they are complete and accurate according to policy.

• Recommend educational materials or resources to clients on matters such as financial planning, budgeting, or credit.

• Confer with underwriters to aid in resolving mortgage application problems.

• Advise clients on housing matters, such as housing rental, homeownership, mortgage delinquency, or foreclosure prevention.

• Review changes to financial, family, or employment situations to determine whether changes to existing debt management plans, spending plans, or budgets are needed.

• Arrange for maintenance and liquidation of delinquent properties.

• Explain to customers the different types of loans and credit options that are available, as well as the terms of those services.

• Advise clients or respond to inquiries about financial matters in person or via phone, email, Web site, or Internet chat.

• Prioritize client debt repayment to avoid dire consequences, such as bankruptcy or foreclosure or to reduce overall costs, such as by paying high-interest or short-term loans first.

• Submit applications to credit analysts for verification and recommendation.

• Interview, hire, and train new employees.

• Work with clients to identify their financial goals and to find ways of reaching those goals.

• Set credit policies, credit lines, procedures and standards in conjunction with senior managers.

• Maintain or update records of client account activity, including financial transactions, counseling session notes, correspondence, document images, or client inquiries.

• Teach courses or seminars on topics such as budgeting, managing personal finances, or financial literacy.

• Prepare written documents to establish contracts with or communicate financial recommendations to clients.

• Supervise loan personnel.

• Assess clients' overall financial situation by reviewing income, assets, debts, expenses, credit reports, or other financial information.

• Stay abreast of new types of loans and other financial services and products to better meet customers' needs.

• Create action plans to assist clients in obtaining permanent housing via rent or mortgage programs.

• Disburse funds from client accounts to creditors.

• Petition courts to transfer titles and deeds of collateral to banks.

• Refer clients to social service or community resources for needs beyond those of credit or debt counseling.

• Negotiate payment arrangements with customers who have delinquent loans.

• Meet with applicants to obtain information for loan applications and to answer questions about the process.

• Negotiate with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions, time extensions, or to set up payment plans.

• Explain general financial topics to clients, such as credit report ratings, bankruptcy laws, consumer protection laws, wage attachments, or collection actions.

• Market bank products to individuals and firms, promoting bank services that may meet customers' needs.

• Explain services or policies to clients, such as debt management program rules, the advantages and disadvantages of using services, or creditor concession policies.

• Analyze potential loan markets and develop referral networks to locate prospects for loans.

• Compute payment schedules.

• Recommend strategies for clients to meet their financial goals, such as borrowing money through loans or loan programs, declaring bankruptcy, making budget adjustments, or enrolling in debt Customer Service Representative/Store Manager, Titlemax. Hollywood, CA

Sep. 2014 - May. 2017

management plans.

• Review and update credit and loan files.

• Obtain and compile copies of loan applicants' credit histories, corporate financial statements, and other financial information.

• Approve loans within specified limits, and refer loan applications outside those limits to management for approval.

• Explain loan information to clients, such as available loan types, eligibility requirements, or loan restrictions.

• Analyze applicants' financial status, credit, and property evaluations to determine feasibility of granting loans.

• Handle customer complaints and take appropriate action to resolve them.

• Create debt management plans, spending plans, or budgets to assist clients to meet financial goals.

• Conduct research to help clients avoid repossessions or foreclosures or remove levies or wage garnishments.

• Estimate time for debt repayment given amount of debt, interest rates, and available funds.

• Calculate clients' available monthly income to meet debt obligations.

• Provide special services such as investment banking for clients with more specialized needs.

• Prepare reports to send to customers whose accounts are delinquent, and forward irreconcilable accounts for collector action.

• Review loan agreements to ensure that they are complete and accurate according to policy.

• Recommend educational materials or resources to clients on matters such as financial planning, budgeting, or credit.

• Confer with underwriters to aid in resolving mortgage application problems.

• Advise clients on housing matters, such as housing rental, homeownership, mortgage delinquency, or foreclosure prevention.

• Review changes to financial, family, or employment situations to determine whether changes to existing debt management plans, spending plans, or budgets are needed.

• Arrange for maintenance and liquidation of delinquent properties.

• Explain to customers the different types of loans and credit options that are available, as well as the terms of those services.

• Explain to customers the different types of loans and credit options that are available, as well as the terms of those services.

• Advise clients or respond to inquiries about financial matters in person or via phone, email, Web site, or Internet chat.

• Prioritize client debt repayment to avoid dire consequences, such as bankruptcy or foreclosure or to reduce overall costs, such as by paying high-interest or short-term loans first.

• Submit applications to credit analysts for verification and recommendation.

• Interview, hire, and train new employees.

• Work with clients to identify their financial goals and to find ways of reaching those goals.

• Set credit policies, credit lines, procedures and standards in conjunction with senior managers.

• Interview clients by telephone or in person to gather financial information.

• Teach courses or seminars on topics such as budgeting, managing personal finances, or financial literacy.

• Prepare written documents to establish contracts with or communicate financial recommendations to clients.

• Supervise loan personnel.

• Assess clients' overall financial situation by reviewing income, assets, debts, expenses, credit reports, or other financial information.

• Stay abreast of new types of loans and other financial services and products to better meet customers' needs.

• Create action plans to assist clients in obtaining permanent housing via rent or mortgage programs.

• Disburse funds from client accounts to creditors.

• Petition courts to transfer titles and deeds of collateral to banks.

• Refer clients to social service or community resources for needs beyond those of credit or debt counseling.

• Negotiate payment arrangements with customers who have delinquent loans.

• Petition courts to transfer titles and deeds of collateral to banks.

• Meet with applicants to obtain information for loan applications and to answer questions about the process.

• Negotiate with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions, time extensions, or to set up payment plans.

• Explain general financial topics to clients, such as credit report ratings, bankruptcy laws, consumer protection laws, wage attachments, or collection actions.

• Market bank products to individuals and firms, promoting bank services that may meet customers' needs.

• Network within communities to find and attract new business.

• Evaluate financial reporting systems, accounting or collection procedures, or investment activities and make recommendations for changes to procedures, operating systems, budgets, or other financial control functions.

• Establish procedures for custody or control of assets, records, loan collateral, or securities to ensure safekeeping.

• Plan, direct, and coordinate risk and insurance programs of establishments to control risks and losses.

• Evaluate data pertaining to costs to plan budgets.

• Prepare operational or risk reports for management analysis.

• Plan, direct, or coordinate the activities of workers in branches, offices, or departments of establishments, such as branch banks, brokerage firms, risk and insurance departments, or credit departments.

• Oversee the flow of cash or financial instruments.

• Direct insurance negotiations, select insurance brokers or carriers, and place insurance.

• Analyze and classify risks and investments to determine their potential impacts on companies.

• Review collection reports to determine the status of collections and the amounts of outstanding balances.

• Examine, evaluate, or process loan applications.

• Recruit staff members and oversee training programs.

• Prepare financial or regulatory reports required by laws, regulations, or boards of directors.

• Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter.

• Approve, reject, or coordinate the approval or rejection of lines of credit or commercial, real estate, or personal loans.

• Review reports of securities transactions or price lists to analyze market conditions.

• Approve, reject, or coordinate the approval or rejection of lines of credit or commercial, real estate, or personal loans.

• Review reports of securities transactions or price lists to analyze market conditions.

• Develop or analyze information to assess the current or future financial status of firms.

• Submit delinquent accounts to attorneys or outside agencies for collection.

• Communicate with stockholders or other investors to provide information or to raise capital.

• Plan layouts of stockrooms, warehouses, or other storage areas, considering turnover, size, weight, or related factors pertaining to items stored.

• Recruit, interview, and select employees.

• Interpret and communicate work procedures and company policies to staff.

• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.

• Resolve customer complaints or answer customers' questions regarding policies and procedures.

• Analyze financial activities of establishments or departments and provide input into budget planning and preparation processes.

• Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.

• Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.

• Discuss work problems or grievances with union representatives.

• Make recommendations to management concerning such issues as staffing decisions or procedural changes.

Customer Service Representative/ Supervisor, PLS Check Cashing . Los Angeles, CA

Mar. 2011 - May. 2014

• Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance.

• Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.

• Coordinate or perform activities associated with shipping, receiving, distribution, or transportation.

• Compute figures such as balances, totals, or commissions.

• Develop or update procedures, policies, or standards.

• Monitor inventory levels and requisition or purchase supplies as needed.

• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.

• Develop work schedules according to budgets and workloads.

• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.

• Plan for or coordinate office services, such as equipment or supply acquisition or organization, disposal of assets, relocation, parking, maintenance, or security services.

• Implement corporate or departmental policies, procedures, and service standards in conjunction with management.

• Coordinate activities with other supervisory personnel or with other work units or departments.

• Keep informed of provisions of labor-management agreements and their effects on departmental operations.

• Arrange for necessary maintenance or repair work.

• Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.

• Train or instruct employees in job duties or company policies or arrange for training to be provided.

• Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.

• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.

• Answer customers' questions, and provide information on procedures or policies.

• Offer customers carry-out service at the completion of transactions.

• Review insurance policy terms to determine whether a particular loss is covered by insurance.

• Refer unresolved customer grievances to designated departments for further investigation.

• Calculate total payments received during a time period, and reconcile this with total sales.

• Calculate total payments received during a time period, and reconcile this with total sales.

• Compute and record totals of transactions.

• Supervise others and provide on-the-job training.

• Process merchandise returns and exchanges.

• Stock shelves, and mark prices on shelves and items.

• Cash checks for customers.

• Check to ensure that appropriate changes were made to resolve customers' problems.

• Assist customers by providing information and resolving their complaints.

• Keep periodic balance sheets of amounts and numbers of transactions.

• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

• Compile and maintain non-monetary reports and records.

• Sell tickets and other items to customers.

• Sort, count, and wrap currency and coins.

• Weigh items sold by weight to determine prices.

• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

• Bag, box, wrap, or gift-wrap merchandise, and prepare packages for shipment.

• Order tests that could determine the causes of product malfunctions.

• Pay company bills by cash, vouchers, or checks.

• Greet customers entering establishments.

• Post charges against guests' or patients' accounts.

• Solicit sales of new or additional services or products.

• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

• Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.

• Assist with duties in other areas of the store, such as monitoring fitting rooms or bagging and carrying out customers' items.

• Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately.

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

• Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.

• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

• Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.

• Determine charges for services requested, collect deposits or payments, or arrange for billing.

• Issue receipts, refunds, credits, or change due to customers.

• Receive payment by cash, check, credit cards, vouchers, or automatic debits.

• Request information or assistance using paging systems.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.

• Issue trading stamps, and redeem food stamps and coupons. Education

American Banking Institute, Los Angeles, CA

Banking Teller Training, Finance, Jun. 1988

Roosevelt High School, Los Angeles, Ca

High School Diploma, General Studies, Jun. 1987

Contact this candidate